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Zendesk Review

Zendesk
Our score: 9.6 User satisfaction: 98%

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

An award given to products our B2B experts find especially valuable for companies

Zendesk Position In Our Categories

Bearing in mind businesses have special business-related wants, it is only sensible that they steer clear of preferring an all-encompassing, “perfect” software. Still, it would be futile to come across such a software solution even among sought-after software products. The best step to do is to write down the numerous essential aspects that need scrutiny including major features, pricing, skill capability of staff, business size, etc. Thereafter, you should do your research to a full extent. Go over some Zendesk evaluations and check out the other software programs in your list in detail. Such detailed product investigation guarantee you drop ill-fitting applications and choose the one which includes all the benefits your company requires.

Position of Zendesk in our main categories:

Zendesk is also listed in the following subcategories:

There are well-liked and widely used systems in each software category. But are they necessarily the best fit for your company’s specific wants? A trendy software application may have thousands of subscribers, but does it present what you require? For this reason, do not blindly invest in popular systems. Read at least a few Zendesk IT Service Management Software reviews and mull over the aspects that you want in the software such as the price, main tools, available integrations etc. Then, shortlist a few solutions that fit your requirements. Try out the free trials of these platforms, read online opinions, get information from the maker, and do your investigation systematically. This profound groundwork is certain to assist you find the finest software application for your organization’s unique wants.

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

Positive Social Media Mentions 127
Negative Social Media Mentions 2

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.

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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Zendesk user reviews

Zendesk is easy to use software and it helps us to provide better customer experience

Read full review >
Alejandro
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Computer Software

Great tool for performing great customer service

Read full review >
Hector
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.09.2019 Company Size: 11-50 Employees Industry: Consumer Goods

Great platform for ticket management

Read full review >
Melody
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2019 Company Size: More than 100 Employees Industry: Primary/Secondary Education

Great help during trial. Non existing communication after I payed for 12 months

Read full review >
David Campbell
3/5

Overall impression

1/5

Customer Support

1/5

Value for Money

2/5

Ease of Use

Published on: 07.05.2019 Company Size: 1-10 Employees Industry: Architecture & Planning

I am in love with it!

Read full review >
Clayton
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2018 Company Size: More than 100 Employees Industry: Retail

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

Zendesk average rating:

Average score
5/5 (32 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Fred

PROS: I love the Zendesk interface which is clean and user friendly. During peak business times, ticket queues can look scary, but Zendesk makes everything look easy by presenting an organized and neat layout.

CONS: The only drawback I can point out is that Zendesk has recently changed its ticket info layout. The alterations are negligible but they have changed the order of the fields because of which I had to retrain myself to get used to the new order.

Reviewed 2 years ago

Read full review >

The least favorable review

David Campbell

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.

Reviewed 10 months ago

Read full review >

More reviews from 32 actual users:

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Latest
  • Latest
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  • Most positive
  • Most negative

Zendesk is easy to use software and it helps us to provide better customer experience

Read full review >
Alejandro
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Computer Software

PROS: What I like most about Zendesk is the ability to navigate between the customers’ supports suites of products from one place and to provide better experience for them.

CONS: I have found out that the process of setting up the ticket update alerts is not as user-friendly as it should be. I would like to be notified when customer responds.

What do you think about this review? Great Poor

Great tool for performing great customer service

Read full review >
Hector
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.09.2019 Company Size: 11-50 Employees Industry: Consumer Goods

PROS: 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 streamline our processes. I work as customer service and this tool helps me to better interact with customers and to assist them from the very beginning.

CONS: The integration with facebook messaging is not great, as soon as we switched to Zendesk we don’t get notification about facebook messages and when we answer from this product it appears as new messages instead of like a response. So we had to turn this notification off. Also, they need to improve the notification to personal email because we don’t get all of them and sometimes I cannot see the customer response in time.

What do you think about this review? Great Poor

Great platform for ticket management

Read full review >
Melody
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2019 Company Size: More than 100 Employees Industry: Primary/Secondary Education

PROS: I love that I can use the tons of views to prioritize my assignments. I can use “Public” and “Private” notes to conduct conversations without confusing the end user. I would rate the software agent interface as the cleanest in the market. I find it helpful that I can set up filters to automatically assign specific tickets to specific agents.

CONS: My only complaint is that Zendesk-generated emails have unnecessary formatting and long subject lines. This confuses requesters sometimes. But I think this feature is easily customizable.

What do you think about this review? Great Poor

Great help during trial. Non existing communication after I payed for 12 months

Read full review >
David Campbell
3/5

Overall impression

1/5

Customer Support

1/5

Value for Money

2/5

Ease of Use

Published on: 07.05.2019 Company Size: 1-10 Employees Industry: Architecture & Planning

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.

What do you think about this review? Great Poor

I am in love with it!

Read full review >
Clayton
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2018 Company Size: More than 100 Employees Industry: Retail

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.

What do you think about this review? Great Poor

Intuitve and easy to use tool

Read full review >
Melinda
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.08.2018 Company Size: More than 100 Employees Industry: Fine Art

PROS: 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 tickets. The tool is easy to learn and it doesn’t require special tech-skills. We are able to open tickets in Zendesk tabs and to keep track of the ticket number. It allows us to draft a response and to be sure that our text is saved.

CONS: This is great tool, but some advanced settings can be confusing like option for customizing the views. Also, it would be great if they could include an option for sending same email multiple times, but maybe this option exists but I haven’t found it yet.

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The tool for being at customers disposal 24/7

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Anita
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.06.2018 Company Size: More than 100 Employees Industry: Retail

PROS: 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 client separately.

CONS: The job involves plenty of copy-pasting from other websites, and I blow a fuss each time I do it because Zendesk displays large and hyperlinked paragraphs. It takes me so much time to fix them! Besides, everything else is fine.

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Zendesk is great for streamlining CS experience

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Jen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 31.05.2018 Company Size: More than 100 Employees Industry: Museums and Institutions

PROS: 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 intuitive as Zendesk tool. I highly recommend this tool to every business who want to provide support to their customer. You can easily track previous ticket history in case you need to reference a previous issue, you are allowed to combine tickets so you can better know what to search for and to be more focused on crafting a response.

CONS: When the software is experiencing some issues we don’t get detailed information when the service is back up, we would really like to know more about the issues we face when this software goes down.

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Remarkable Helpdesk Product

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Ruby
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.05.2018 Company Size: 1-10 Employees Industry: Information Technology

PROS: 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 all. I am honestly impressed by the capability of triggers and automations, and the fact that I can combine them in a personal ticket routing system. The API is also remarkable, and you can do some serious self-directed exploring to familiarize with every aspect of the system. To me, this meant that I can write custom apps that feed Zendesk with information, or even scripts that can carry out my bulk operations. The open-source API wraper of Zendesk supports my programming language (ruby), and is also available on GitHub.

CONS: Zendesk is a bit overpriced for the features you're getting, especially when you have to give access to a large team. At the same time, you can't host a Zandesk applicance yourself. The new UI is not so JavaScript-compatible, and that affects its speed. Then, reporting outside the box is basic or even dysfunctional, and you might switch to GoodData sooner than you think. This means that you will have no problems sending tickets within the organization, unlike sending them to third parties. The truth is, Zendesk is a bit paradoxal-the first and second support line can be lovely and unbelievably helpful, but clueless for some advanced queries or complex problems. Instead of keeping the third one for escalating emergencies, we sometimes use it simply to contact the account rep and to ask for expedition.

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Overall, likeable

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Lyle
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.05.2018 Company Size: More than 100 Employees Industry: Retain

PROS: 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 aesthetics, and interesting wording. There is a 'Play' button, for instance, which I use to create and send emails. The feature is fully customizable: I change fonts, for instance, to see with clarity how the customer is rating the ticket.

CONS: Needless to say, automatization. It's great that you have email templates, but most of the work is still done manually. The page should produce more direction macros too. I don’t know if this is possible, but I would like to see ticket rating available only to customers whose feedback has been published. A separate tab for emoji options is also an idea, don't you think so?

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All in one helpdesk

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Chris
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.04.2018 Company Size: More than 100 Employees Industry: Internet

PROS: 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. Another thing to appreciate about the software is the rich base of articles, presentations and multimedia, a great idea for customers to familiarize with your products or services. When you have this, you automatically enable different access privileges, and you give more information to loyal customers than random visitors.

CONS: I was on cloud 9 when I heard there is a mobile app, but it left me brokenhearted. The app is there, yes, but the features are not! I dealt multiple times with the publishing of what was supposedly a private comment, and what annoyed me the most was that there was no 'undo' option to correct this mistake.

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User friendly software

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Ernestine
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.04.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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 our workflow. I can structure our agents into groups and tiers and decide the type of interaction for each of the categories. I like that Zendesk integrates smoothly with other popular apps. We have integrated Zendesk with HipChat so that our team gets notifications about incoming tickets and updates in a HipChat room. They don’t have to keep refreshing the page to check for new tickets.

CONS: A couple of gripes: The layout of the admin console is not intuitive. Second, it takes some time to get used to the verbiage and naming such as what are ‘new’, ‘open’, and pending tickets, etc.

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Zendesk is intuitive and easy to use tool

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Abe
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.04.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Zendesk is great tool to connect businesses on channels you want. The good thing is that you can manage everything from one place, our team can keep track of the conversations and to continue the process. We are able to perform great customer service and to provide great experience to our customers.

CONS: They could improve the mobile app for Zendesk so it can be able to sort on search so we don’t have to use the desktop feature.

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Makes my job simple

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Miriam
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.03.2018 Company Size: 11-50 Employees Industry: E-Learning

PROS: I love using Zendesk to provide user support. Our users use multiple channels to contact us and all their queries are stored in one place. I can reply from that single location and users get my replies in the channel they used. For example, if user use text messages, Zendesk sends them texts, and if they use email, Zendesk sends them an email reply. Now, I don’t have to search for messages in numerous places and have a hard time remembering where they are later. Another advantage is I can manage tickets using multiple devices.

CONS: I don’t like any of the Zendesk features. I wish I could star tickets to find easily find them later without needing to search for them. All the tickets are collected as a big group which is a hassle. The mobile version needs to be made more user friendly. I find it difficult to use the Android and tablet options.

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Helpful product

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Robert
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.03.2018 Company Size: 11-50 Employees Industry: Internet

PROS: If teamwork was your issue, you've arrived at the right location. With Zendesk everybody can see the ticket that has been received, and to contribute for a solution through the amazing internal notes. It's much like simple forums, but aren't those what we need in our day-to-day work? The UI is also the least clunky one I've ever seen in a similar system.

CONS: If I could, I would change the way in which tickets are exposed in the back and forth thread of the user that submitted them. This is not bad per se, but it's not so intuitive either. I've seen users struggling to find the attachments, or failing to reply to a comment just because they didn't see it coming. Another thing that users mess up is adding more people on the same ticket: they do it over and over because they don't see that the action has been confirmed. I prescribe this to people's email experience, and I think that some email-like messaging is a good thing to request from the development team.

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Zendesk review

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Andy
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.03.2018 Company Size: More than 100 Employees Industry: Retail

PROS: We have a great partnership with this app. Zendesk has turned us into an advocate for their software. The app gives our agents a comprehensive view of customers and it integrates smoothly with the other solutions we use for internal reporting and customer contact management. Its integration with GoodData offers powerful reporting as well as deep insights to our unit and company.

CONS: I have no complaints. The vendor has been responsive to our feedback and uses our suggestions to improve the application.

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We have great experience with Zendesk

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Rosemary
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.03.2018 Company Size: More than 100 Employees Industry: Retail

PROS: Zendesk makes their clients into experts and advocates for their own platform. The helpdesk software provides us with thorough overview of both customer and integrations including the number of the platforms we use for internal reporting and customer contact management as well. The integration with Goof Data allows us powerful reporting and ability to provide deep insights to our department and organization.

CONS: I cannot think about anything that I might dislike, whenever we run into some issues we contact their customer service and they solve the problem for us.

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This is great and helpful tool

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Theresa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.03.2018 Company Size: 11-50 Employees Industry: Information Technology and Services

PROS: The UI is extremely wonderful, it allows us to integrate it with JIRA, we are able to do great job when it comes to suiting our customers’ needs. I really like the customer support service, they are always responsive and provides us with every kind of solution for the issue we face.

CONS: The team behind this software constantly release some updates and make UI more graphical and fun to use but I don’t really care much about the colors and the look of the UI as I care much about the service that is provided. Also, the other thing that I don’t like are the extended maintenance windows during the office hours.

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The best from the rest

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Daniel
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.03.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: I like almost everything about it: creating forums, customizing tickets with macros and custom fields, defining the entire workflow with macros, pulling off great monthly reports and comparing between departments, being able to help customers and to fulfill their customization requests.

CONS: I don’t think they're too concern about spreading news on major releases, neither do they resond in due time. They will do what you want, but that can last even 5 days. I also find the interface unfriendly, or it is just me that doesn't feel comfortable being routed between several levels. Some features are completely absent (rating comments with CSV, FRT time calculation, etc), or available only for more expensive plans.

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I highly recommend Zendesk software

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Viola
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.02.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Zendesk is easy to use and we are using it mostly for Customer Support but beside this ability there is an option for creating knowledge base and this is great opportunity. The UI is easy to use and it has modern browser and great search functionality so we can easily find old tickets for specific customer, UI design can be customized the way we want. We are able to provide direct response for a ticket from email address, we are even able to put private notes for our internal team so we can better communicate with each other. I like that this tool provides Android and iOS app so I can use it while traveling.

CONS: The only thing I don’t like about this software is the amount of the emails I receive to the email address that is associated with the account.

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I am very satisfied with the ticket management

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Lydia
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.02.2018 Company Size: More than 100 Employees Industry: Primary, secondary education

PROS: Better prioritization of actions, I'd say. Better interface than most similar products, and a unique categorization of Public and Private conversations. It's also great to set up filters for certain people automatically.

CONS: Formatting emails is more difficult than I expected, and the subject lines are unnecessarily long. I mean, I got used to it, but it was confusing in the beginning. Maybe there is even a way to customize that, I just don’t know it.

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One of the best!

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Carla
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.02.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: The following are the plus points of Zendesk: The vendor provided the customizations asked by customers, setup was easy due to the responsive and quick support provided by the help agents, I can send monthly reports for industry comparison, macros allow me to define our business flow, I can easily create forums, finally, it is easy to customize ticket handling using custom fields and macros.

CONS: The vendor does not provide timely communication about their important releases. Customer support is slow and it can take 2-4 days to get a response. Even then, the query gets routed to other levels. A basic feature for customer support software such as exporting the Rating comments through CSV is lacking. Another basic feature, FRT time calculation, is not offered for all plans.

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Rock-solid quality at a fair price

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Laura
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.02.2018 Company Size: More than 100 Employees Industry: Public Safety

PROS: It is absolutely reliable! Our organization is using Zendesk since 2010, with me as an instance's head administrator in the period between 2012-2014, and we are very satisifed. During this time, the system experienced no failure, and there were no downtimes, at least not such that I'd remember. What I like the most about Zendesk is the poweful sidebar widget, where we found a lot of channels to add to our marketing sites. Using their triggers and automation took us to an entirely new level of accountability and responsiveness.

CONS: One could say that their internal spam control is somehow flat and draggy, nothing to be inspired about. Besides, integrating Salesforce with the SFDP Professional Edition could have been much more organized, instead of relying on my intuition to guess what should be done. I mean, markdowns are well-though for an agent, but even those would be better with a wysiwyg editor included. Reports are basic too, even if I suspect the Premium Version to provide for significantly better reporting. You know, with 15 agens on board that are already spending thousands per year, I think we could deserve better than csv exporting.

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Once you learn how the system works you can navigate it easily

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Crystal
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.01.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: Zendesk allows easy navigation through the site, we are able to modify and to choose what they changes they are able to see and to add/create groups. Thanks to the view we are able to differentiate problems about the issues and to assign agents that would solve the specific issues. There is internal note feature that allows you to post messages to internal users. We use it to resolve problems in real time instead of emailing the users back-and-forth.

CONS: Sometimes the speed can become slow when loading. Also, the app is user-friendly but you will need some time to play with the tools it offers so you can better understand how this product works and to figure out different aspects of it. In addition, when we use the phone app for making calls it automatically gets inputted into wrong ticket and this may be very frustrating.

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Excellent help desk application

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Brent
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 23.01.2018 Company Size: 1-10 Employees Industry: N/A

PROS: The core feature of ticketing software is excellent even for large instances. The system is reliable with negligible downtime. I can combine the automations and triggers to create an advanced ticket routing system. The app offers a robust API which I can use to integrate with any part of the system. It allows me to write scripts for bulk operations or write custom form apps that deliver data into the app. I use Ruby language for programming and for this Zendesk offers an open-source wrapper for the API which is available on GitHub and is well supported.

CONS: Zendesk is an expensive app if you have a large number of support agents. I cannot self-host the system as an appliance. The new agent user interface is slow as it has heavy JavaScript. The out-of-the-box reporting feature is limited and I need to use GoodData for advanced functionality. In my opinion, Zendeks is useful for passing tickets within a company, but it is not as good if you wish to forward a large number of tickets to third parties. I have found that the vendor’s first two lines of customer support are cheerful but lack knowledge about advanced problems. I have had trouble reaching the third line and had to get the help of my account rep to resolve issues.

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Easy to use application

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Gina
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.01.2018 Company Size: More than 100 Employees Industry: Human Resources

PROS: It was easy to set up Zendesk for our company’s needs. We quickly had a good number of agents assisting our end users with their various needs. We have customized Zendesk for our requirements and it has expanded our IT help desk to a one-stop solution shop for various requests.

CONS: End users find it confusing about where to look for their submitted tickets. We ask them to check ticket status through the web interface which now leads to the knowledge base. Because of this we had to retrain our end users to find tickets easily.

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The software is awesome, the support team too

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Robin
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.01.2018 Company Size: More than 100 Employees Industry: Information technology

PROS: We got much more than they promised, because the team never stopped packing the software with cool and useful features. I would also say they're a good company to work with, both in terms of service and interface. My favorite parts of the software are: taking bulk action on tickets; and the fact that I've mastered the skill of dealing with ticket incidents.

CONS: Triggers are not that simple, but I think this is advantage rather than a disadvantage. In fact, Im happy to 'dig' deeper inside the system, and to learn more setup tricks. I've heard concerns related with GoodData, but I can't really tell whether it is native or not. However, I'd like it to have more data and to be less complicated.

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The system and staff are fantastic

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Keith
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.01.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: I appreciate that the vendor keeps adding new features and continuously improves existing ones. The app has a simple and easy to use interface. I like that I can have a master ticket and store incidents under it. Plus, I can take bulk actions on tickets.

CONS: The triggers are a little advanced, but this is a good thing as I can do a lot with them. However, you need to invest time to set them up properly. Can’t really call this a drawback. I’m not sure if GoodData is native, but it would be great to easily access and sort through ticket-based data. Finally, GoodData offers a somewhat difficult user experience.

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Flexible and robust solution

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Jim
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.01.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: In my opinion, Zendesk is a flexible and robust solution. Out of the box thinkers can do a lot with this app. We use it for organization, workflow, and customer support. The third party app store is a big benefit. We can integrate the app with the other daily systems we use to make everything easy.

CONS: Zendesk seems to have become less sensitive to user needs. Before, they really used to listen to customer feedback to improve their product. But now this doesn’t seem to be the case. Plus, there is frequent downtime, however to be fair, they fix the issue quickly.

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I love Zendesk!

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Fred
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.12.2017 Company Size: More than 100 Employees Industry: Retail

PROS: I love the Zendesk interface which is clean and user friendly. During peak business times, ticket queues can look scary, but Zendesk makes everything look easy by presenting an organized and neat layout.

CONS: The only drawback I can point out is that Zendesk has recently changed its ticket info layout. The alterations are negligible but they have changed the order of the fields because of which I had to retrain myself to get used to the new order.

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I use Zendesk all the time

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Javier
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 23.12.2017 Company Size: 1-10 Employees Industry: Computer Software

PROS: Zendesk is an intuitive and simple tool, and it can be distinguished from its counterparts by the fact that there is no Hide and Seek game involved in using it. Everything is where it should be, issues can be tagged and tracked properly, and improvements are introduced all the time.

CONS: I can't make more charts for each group when an action is being performed. Take Technical Support and Customer Service as an example: there is only one chart per group.

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Does exactly what it is supposed to do

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Carol
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.12.2017 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gives a clear visual of unchecked and pending tickets. What makes me really happy is the integration with Zopim and Salesforce, because I have CRM history of tickets and chats incorporated in the system. Be sure that you won't leave people hanging, as the system notifies you when somebody is waiting for you to answer for more than 1 hour.

CONS: We're still reporting manually, and we wish to see this changed in the close future. The truth is that we have too many reports to pull off per month, but the support team doesn't really seem to care about it.

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Reviewed By Jenny Chang
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