Price

$25

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Zendesk REVIEW

Customer Support Software

17 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 a good idea to examine other subcategories of Best Customer Support Software listed in our base of SaaS software reviews: Call Center Software, Live Chat Software, Remote Support Software

Enterprises have different needs and requirements and no software solution can be ideal in such a scenario. It is useless to try to find an ideal off-the-shelf software product that meets all your business needs. The wise thing to do would be to modify the solution for your unique wants, staff member skill levels, budget, and other elements. For these reasons, do not hasten and subscribe to well-publicized popular systems. Though these may be widely used, they may not be the best fit for your unique wants. Do your groundwork, investigate each short-listed system in detail, read a few Zendesk reviews, call the vendor for clarifications, and finally choose the product that provides what you need.

How Much Does Zendesk Cost?

Zendesk Pricing Plans For Enterprises & Small Business:

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


17 Reviews

13
4
0
0
0

Average Rating

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The most favorable review

Carla


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.

The least favorable review

Brent


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.


Carla

Verified
user
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...

Keith

Verified
user
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...

Brent

Verified
user
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...

Melody

Verified
user
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...

Andy

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...

Clayton

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...

Carol

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...

Javier

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....

Robert

Verified
user
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...

Chris

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....

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