About Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk Software - Zendesk Suite create new articles
Zendesk Software - Zendesk Suite dashboard
Zendesk Software - Zendesk Suite ticket management
Zendesk Software - Zendesk Suite create new articles - thumbnail
Zendesk Software - Zendesk Suite dashboard - thumbnail
Zendesk Software - Zendesk Suite ticket management - thumbnail

Zendesk pricing

Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$19.00/month.

Starting Price:
US$19.00/month
Pricing Details:
Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available.
Free Version:
No
Free trial:
Yes

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Zendesk Reviews

Feature rating

Value for Money
4.1
Functionality
4.3
Ease of Use
4.3
Customer Support
4.2
5 reviews of 2,804 View all reviews
Mehandi I.
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 7/05/2022

Zendesk review

Business problem which I have solved with Zendesk are:-
1) Ticketing System creation for customer support and help.
2) Integration with multiple channels to help our customers easily reach us.

Benefits of using Zendesk are so many but the most helpful one is the live chat support with ticket creation capacity.

Pros

The most impactful features of Zendesk is that one can create ticket and get customer support from around the web, which makes the support team of any company most powerful in managing a great repo, of the company and build trust in the eyes of the consumers.

Initially it was not easy for me to use but after few training it became easy, we have to give time inorder to understand Zendesk. It was a little bit difficult for us to integrate it with our existing business.

Cons

Zendesk is having almost every features ( as of the current demands and needs) for any ticketing platform. The UI of the platform was not easy for us cope up with at first glance but gradually it became our friend. It was a bit tough for us to integrate Zendesk with our business but we have trained ourselves to get it done inernally.

Devyani S.
  • Industry: Banking
  • Company size: 5,001-10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
3
Customer Support
4

4
Reviewed on 30/03/2022

Overall good and feature rich customer helpdesk application but not for early startups

Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too.

Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pros

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue.

Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer.

And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly.

For an early startup cost of this application is too high as there are features that they might not need.

Alternatives Considered

tawk.to, Freshdesk and Zoho Desk

Reasons for Switching to Zendesk

We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.
Davide C.
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
0

3
Reviewed on 12/04/2022

Zendesk...Good but....

Pros

The ability to manage all reports from various customers

Cons

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

Steve A.
  • Industry: Computer Software
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
3
Ease of Use
4
Customer Support
0

4
Reviewed on 11/03/2022

Good overall system for customer ticket management

Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Pros

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Cons

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

Joel S.
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
2

4
Reviewed on 24/05/2022

Implemented Zendesk in two organizations

Overall it was a good experience, they are a big company so the service can be a little bit flaky. My AM was not even aware of me.

Pros

Very easy to setup, native integration to gsuite. Nice free template used for the knowldgebase

Cons

No nested tags or sburules unlike Freshdesk that have this capability but are less stable.

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