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Zendesk REVIEW

IT Service Management Software

32 user reviews
USER SATISFACTION 98%
OUR SCORE 9.6

What is Zendesk?

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

Its 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.

As technology use in business further expands, the importance of IT service management also grows. Aside from addressing this growing need, Zendesk is designed to help users resolve their issues using one or an integrated contact point. Among its many features, this IT help desk solution helps users receive assistance about services and products as well as enables users to troubleshoot issues and monitor their problems, all in a single, smart platform

There’s also Zendesk Help Desk app, the Zendesk customer service platform also lets you develop institutional knowledge culled by your support team over the years. The Zendesk Support 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 Support is another popular solution from this vendor, which puts all customer interactions in one dynamic, user-friendly 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 customer service support 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.

This vendor 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. This 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

Simplified IT service management

Zendesk IT Help Desk is able to streamline the complicated IT service management system because it is designed to treat users as customers also. By considering them as “internal customers,” Zendesk IT Help Desk provides an efficient client-focused IT support, coupled with the flexibility and strength of customized analytics and process workflows. This vendor believes that by making the typically complex IT service management process into something simple and scalable to your needs, you concentrate more on other critical tasks like enhancing IT productivity and innovation.

Scale your customer support

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 customer service 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.

Smart Customer Service

Zendesk Support is a smart solution that is designed primarily for customer support agents. All that they need are integrated into a single, robust customer service interface, making it simple for them to easily manage customer interactions and ensure job productivity.

Its support ticketing feature efficiently receives incoming customer queries and instantly creates customer service tickets. It also has integrated analytics and complete audit tracking so you can monitor and generate insightful reports from start to finish, across multiple agents and various channels.  Zendesk Support assists a business to deliver personalized, engaging support so that your clients remain satisfied and loyal.

Optimized Self-service

Zendesk Support 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.

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.

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.

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.

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.

Overview of Zendesk Features

  • Simple and intuitive ITIL tool
  • Integration with common IT resource management tools
  • IT help desk automation tools and macros
  • Monitoring of company devices like computers, phones, etc.
  • Self-service employee knowledge portal
  • Help desk metrics tracking
  • Customized reporting
  • Open API enabling seamless integration into your business
  • Omnichannel ticketing systems (email, web, phone, chat, social media)
  • Flexible ticket management with automated workflow
  • 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
  • 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

Awards & Quality Certificates

Award

Zendesk Position In Our Categories

Zendesk is also listed in the following subcategories:

Category:Position:Category:Position:
IT Service Management Software#1
Category:Position:
IT Service Management Software#1

Every company has different needs and needs an application that can be personalized for their size, type of employees and customers, and the specific industry they are in. For these reasons, no software can offer perfect functionality off-the-shelf. When you look for a software product, first be sure what you require it for. Read some Zendesk reviews and ask yourself do you want basic functionality or do you require sophisticated tools? Are there any industry-specific functionalities that you are searching for? Get the answers to these questions to aid your search. There are plenty of elements that you need to reflect on and these include your finances, particular business requirements, your organization size, integration needs etc. Take your time, check out a few free trials, and finally choose the app that provides all that you require to boost your company efficiency and productivity.

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
  • Multi-brand 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

We realize that when you make a decision to buy IT Service Management 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.

POSITIVE SOCIAL MENTIONS

127

NEGATIVE SOCIAL MENTIONS

2

Video

Technical details

Devices Supported
  • Android
  • iPhone/iPad
  • Web-based
Language Support
  • English
  • Dutch
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Free
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

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
  • Multi-brand 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

User reviews


User reviews in total: 32

22
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1
0
0

Average Rating:

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The most favorable review

Clayton

12 months ago


Pros: I'm the biggest fan of their friendly interface, and I always try to share my impressions with as many people as I can. Take it, and get ready to kick daunting ticket queues out from your computer. I bet you'll be equally satisifed once your layouts become this clean and organized.

Cons: I was quite disappointed by a recent change of the ticket information layouts ( Form and Requester sections, to be more precise). It's not like they changed the entire tabs, or reduced their functionality, but to me it was a surprise that took weeks of learning and practicing.

The least favorable review

David Campbell

4 months ago


Pros: Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.

Cons: They pride themselves with Zendesk being a ticketing system which is good but what customer support system doesn't have a way to write a new email to a customer? That's very surprising to me.The biggest problem for me is that their agents know too little about their product and they tend to promise things during the trial that aren't true. Once I start paying, it became obvious but then it was too late. No refunds and no willingness to help or own the promises made by their agents during the trial. Once these things became clear, I stopped receiving responses to my emails. They just decided to hide instead of owning it. Very disappointing. I can't very well recommend them after an experience like this.

David Campbell
Report a concern

Published 4 months ago
Verified
user
Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.



What do you think about this review? Great Poor
Published 11 months ago
Verified
user
This is wonderful CRM tool for small size businesses, it allows us to keep global inquires well-organized in a timely manner. We are able to reduce the spam and to...



What do you think about this review? Great Poor
Published 12 months ago
Verified
user
I'm the biggest fan of their friendly interface, and I always try to share my impressions with as many people as I can. Take it, and get ready to kick daunting ticket...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
This product is extremely easy to navigate and it is clear tool. I like its fonts, layouts and intuitive structure, it provides us with lot of details about support...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
I will start with the search function and the storage: everything is a second away when you need it! Just marvelous! It includes multiple tabs which I use to answer each...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Zendesk is simple and easy to use tool, I have learned the software within an hour. I used other software that was clunky and that had steep learning curve and it was as...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
The product itself is remarkable for processing support tickets, even when used on large instances. I find it to be very reliable, since I've faced almost no downtime at...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Generally speaking, it is easy to format and to use. I am a person that cares about details, so I will even mention the fact that they have a good color scheme, decent...



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Published 1 year ago
Verified
user
My favorite benefit is collaboration on support tickets. I track the responses for a single ticket at a time, and I pass it over to the person that can deal with it....



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
I love that I can use plenty of inbuilt features to customize our setup. I can create macros, set triggers, and organize users by their role. The system easily adapts to...



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