Zendesk

Cloud-based Help Desk & Customer Support Platform

4.3 /5 (2380 reviews) Write a Review!

Zendesk Overview

What is Zendesk?

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries, with more than 200,000 customers offering service and support in over 60 languages.

Zendesk Support is a help desk solution proven to increase customer satisfaction and agent productivity - at any scale. This all starts with the customer experience: meeting them where they are, on their terms, and collecting the right information. We intelligently route these requests to agents, providing them with the context and tools they need to resolve issues and build stronger relationships. And it works. On average, our customers achieve a 95% customer satisfaction score.

Within the Zendesk platform, Zendesk Chat enables support agents to manage and switch between multiple support cases at once via multiple channels including chat, phone calls, email, and social media messages. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics provide measurable insight on customer satisfaction and agent performance, to help business ensure that their support services continuously improve.

Zendesk Connect manages proactive, multi-channel customer communication, segmenting users based on their actions within the product, and their individual support history. Conditional logic determines the content of messages sent to individual users using IF, ELSE, and looping logic, while A/B testing continuously analyzes which content is the most successful, automatically choosing the winning content to send for future messages.

Zendesk Overview

Cost

Starting from
USD 5.00/month

Pricing options

Free Trial
Subscription
Value for money

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).


Zendesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai

Media

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Zendesk video Zendesk screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Zendesk screenshot: Keep a pulse on agent performance with easy to view and navigate dashboards Zendesk screenshot: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Zendesk screenshot: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Zendesk screenshot: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Zendesk screenshot: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk Reviews

Zendesk Reviews

Overall rating
4.3
/
5
Excellent
1241

Very good
843

Average
226

Poor
41

Terrible
29

Value for Money
4.1
Features
4.3
Ease of Use
4.3
Customer Support
4.3
88% recommended this app
Ashley E.

The best professional ticketing solution

I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.


Ted F.

Need help from Zendesk? Forget it. Don't even bother.

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.


Sama A.

Not ideal for GDPR EUR compliance

overall, great customer service but bit pricey for startups


Verified Reviewer

A mediocre product that doesn't get better as it grows


Verified Reviewer

The CRM your company needs

I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.


Ashley E.
Industry: Information Technology & Services
Company size: 1,001-5,000 Employees

The best professional ticketing solution

Used Daily for 2+ years
Reviewed on 11/04/2020
Review Source: Capterra

I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

Pros

I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.

Cons

The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ted F.
Industry: Mining & Metals
Company size: 51-200 Employees

Need help from Zendesk? Forget it. Don't even bother.

Used Daily for 1+ year
Reviewed on 31/01/2020
Review Source: Capterra

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Sama A.
Industry: Airlines/Aviation
Company size: 2-10 Employees

Not ideal for GDPR EUR compliance

Used Daily for Free Trial
Reviewed on 27/06/2020
Review Source: Capterra

overall, great customer service but bit pricey for startups

Pros

the AI based chatbot for responding to questions for customer support and how much time this can save

Cons

the extra cost required for hosting in EUR per GDPR compliance, this was excessive compared to other suppliers

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Verified Reviewer

A mediocre product that doesn't get better as it grows

Used Daily for 2+ years
Reviewed on 25/09/2018
Review Source: GetApp

Pros

I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Cons

1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable.

2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage.

3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support.

4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us.

5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself.

In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 0.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 51-200 Employees

The CRM your company needs

Used Daily for 2+ years
Reviewed on 26/05/2020
Review Source: Capterra

I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.

Pros

The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.

Cons

Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.4/10
Based on 2,380 user ratings
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Zendesk Pricing

Zendesk Pricing

Starting from
USD 5.00/month
Free Trial
Subscription
Value for money

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Value for Money
4.1/5
Based on 2,380 user ratings
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Zendesk Features

Zendesk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 2,380 user ratings
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Categories

Additional information for Zendesk

Additional information for Zendesk

Key features of Zendesk

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

Benefits

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.

Zendesk FAQs

Zendesk FAQs

Below are some frequently asked questions for Zendesk.

Q. What type of pricing plans does Zendesk offer?

Zendesk offers the following pricing plans:

Starting from: USD 5.00/month

Pricing model: Subscription

Free Trial: Available

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available. Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly) Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly). Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly). Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly). Elite: $199/agent/month (billed annually).

Q. What are the main features of Zendesk?

Zendesk offers the following features:

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

Q. Who are the typical users of Zendesk?

Zendesk has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

Q. What languages does Zendesk support?

Zendesk supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai

Q. What type of pricing plans does Zendesk offer?

Zendesk has the following pricing plans:

Subscription

Q. Does Zendesk support mobile devices?

Zendesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does Zendesk integrate with?

Zendesk integrates with the following applications:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, InsightSquared, Planview PPM Pro, Podio, SolarWinds Service Desk, Vivocha, Yonyx

Q. What level of support does Zendesk offer?

Zendesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials