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$25

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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 could also be beneficial to examine other subcategories of Best Customer Support Software listed in our database of B2B software reviews.Live Chat Software, Help Desk & Ticketing Software, Remote Support Software

Each enterprise has different requirements and requires an application that can be customized for their size, kind of staff members and clients, and the specific industry they are in. For these reasons, no system can offer perfect functionality out-of-the-box. When you search a software system, first be sure what you require it for. Read some Zendesk reviews and ask yourself do you desire basic functionality or do you want sophisticated features? Are there any industry-specific functionalities that you are looking for? Find the answers to these queries to aid your search. There are lots of elements that you need to reflect on and these include your budget, specific business needs, your company size, integration needs etc. Take your time, check out a few free trials, and finally choose the app that presents all that you need to enhance your organization competence and productivity.

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

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

Theresa K.

3 weeks ago


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.

The least favorable review

Viola B.

3 weeks ago


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.

Published 3 weeks ago
Verified
user
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...



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



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



What do you think about this review? Great Poor
Published 4 weeks 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...



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Published 1 month ago
Verified
user
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...



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Published 1 month ago
Verified
user
Zendesk makes their clients into experts and advocates for their own platform. The helpdesk software provides...



What do you think about this review? Great Poor
Published 1 month ago
Verified
user
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...



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



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