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Zendesk REVIEW

Customer Support Software

31 user reviews
USER SATISFACTION 94%
OUR SCORE 9.5

What is Zendesk?

Zendesk is one of the leading help desk software apps currently available on the market. The leadership position in this category is held by Freshdesk which has a score of 9.8 and has won our Best Help Desk Software Award for 2015. You can try out Freshdesk for free here. You may also want to check how these two compare against another in our Freshdesk vs Zendesk comparison.

Trusted by over 40,000 organizations worldwide, Zendesk.com is one of the major cloud-hosted help desk solutions available for a wide range of businesses, from the small business to the large multinational enterprises the likes of Groupon and Zappos.

The help desk software is easy to deploy and implement to help lower costs, increase productivity, and ensure customer satisfaction. From 5 to 500 agents, Zendesk can handle thousands of tickets every day. Likewise, it integrates your support channels such as email, web, chat, and social media. You can also access Zendesk from your desktop or mobile device, making it a handy and flexible help desk solution for small businesses that tap a home-based, freelance support setup.

Overview of Zendesk Benefits

Zendesk offers a variety of unique benefits for every company looking to enhance help desk service, and appear more professional in the eyes of its customers. The most important advantage of this system is flexible and easy deployment, which allows users to set it up in minutes, and run it as soon as it is fully installed.

At the same time, Zendesk allows users to unite and pull together all of their support channels, including email services, live chat, phone, or social media. With this system, they can be humbled together for easier tracking and fast delivery, supported by a number of additional time-saving widgets (triggers, ticket views, sharing, automation, and streamlined conversations).

Zendesk is also a smart choice for companies looking to enable self-service support, as you can use it to set up 24/7 online service portals, robust knowledge bases, online communities, and intuitive FAQ searches. Instead of assigning agents even for the smallest and least significant inquiries, you will allow your customers to look for a solution themselves.

As expected from a solid help desk product, Zendesk offers a lot of branding and customization opportunities, going as far as to allow users to completely tailor operations in a brand-specific manner, and offer user-friendly tools that will make their company look more professional and reputable.

You can also use it for reporting and analytic purposes: Install it, and benchmark your customer satisfaction ratings and support team performance against your targets and even your competitors’ ratings. Access 20+ template reports and dashboards.

Last, but not least, you can use various apps that integrate with Zendesk in numerous categories, including: analytics and reporting; agent productivity; CRM; e-commerce; and social media. Smoothly integrate with your business systems and software through Zendesk open API. Tap its 100 out-of-the-box integrations with popular productivity apps, such as, Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Overview of Zendesk Features

  • 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

Position of Zendesk in our main categories:

5

Zendesk is one of the top 5 Customer Support Software products

5

Zendesk is one of the top 5 Help Desk Software products

5

Zendesk is one of the top 5
Customer Support Software products

5

Zendesk is one of the top 5
Help Desk Software products


If you are considering Zendesk it might also be sensible to analyze other subcategories of Best Customer Support Software gathered in our database of SaaS software reviews.Call Center Software, Live Chat Software, IT Service Management Software

It's crucial to keep in mind that hardly any software in the Customer Support Software category will be an ideal solution able to match all the requirements of all company types, sizes and industries. It may be a good idea to read a few Zendesk reviews first as specific software may perform well only in a very narrow group of applications or be prepared with a very specific industry in mind. Others might work with an idea of being easy and intuitive and as a result lack complicated elements needed by more experienced users. You can also find apps that focus on a large group of customers and offer a rich feature set, however this in most cases comes at a more significant price of such a software. Be certain that you're aware of your needs so that you buy a solution that offers specifically the elements you look for.

How Much Does Zendesk Cost?

Zendesk Pricing Plans:

Zendesk is a cloud hosted help desk solution available in five SMB and enterprise subscription plans. Give the details a look, and select the best plan for your company:

Essential – $5/agent/month

  • Email & social channels
  • Basic knowledge base
  • Web Widget & Mobile SDK

Team – $19/agent/month

  • All features from the Essential plan
  • Branded customer portal
  • Business rules

Professional – $49/agent/month

  • All features from the Team plan
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards
  • Performance Dashboards

Enterprise – $99/agent/month

  • All features from the Professional plan
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Machine learning

Elite – $199/agent/month

  • All features from the Enterprise plan
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

User Satisfaction

We realize that when you make a decision to buy Customer Support 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

165

NEGATIVE SOCIAL MENTIONS

6

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

Zendesk User Reviews


Javier 2 months ago
Verified
user



Lyle 2 months ago
Verified
user



Miriam 2 months ago
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user



Laura 3 months ago
Verified
user


What are Zendesk pricing details?

Zendesk Pricing Plans:

Zendesk is a cloud hosted help desk solution available in five SMB and enterprise subscription plans. Give the details a look, and select the best plan for your company:

Essential – $5/agent/month

  • Email & social channels
  • Basic knowledge base
  • Web Widget & Mobile SDK

Team – $19/agent/month

  • All features from the Essential plan
  • Branded customer portal
  • Business rules

Professional – $49/agent/month

  • All features from the Team plan
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards
  • Performance Dashboards

Enterprise – $99/agent/month

  • All features from the Professional plan
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Machine learning

Elite – $199/agent/month

  • All features from the Enterprise plan
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

What integrations are available for Zendesk?

Zendesk integrates with the following business systems and applications:

  • 123Contact Form
  • 3CLogic
  • AgileCRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cart 66
  • Cisco DTK
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • SAP Business One
  • WordPress
  • Zopim Chat

User reviews


User reviews in total: 31

22
9
0
0
0

Average Rating:

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The most favorable review

Robin

2 months ago


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.

The least favorable review

Javier

2 months ago


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.

Published 2 months ago
Verified
user
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....



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 2 months 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...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months 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 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months 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 4 months ago
Verified
user
Zendesk makes their clients into experts and advocates for their own platform. The helpdesk software provides...



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