Zendesk

Service-first CRM company that builds support & sales tools

4.3 /5 (2422 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 and across all company sizes, 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 Overview

Pricing

Starting from
US$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, Taiwanese, Thai, Turkish, Ukrainian

Media

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.
Keep a pulse on agent performance with easy to view and navigate dashboards
Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Easily collaborate with other teams to get involved in solving customer questions.
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
1265

Very good
856

Average
228

Poor
42

Terrible
31

Value for Money
4.1
Features
4.3
Ease of Use
4.3
Customer Support
4.2
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.


Nick T.

Great ticketing platform

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.


Verified Reviewer

Stay Away

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.


Ashish G.

Worth the service and product

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.


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 2020-04-11
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 2020-01-31
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

Nick T.
Industry: Information Technology & Services
Company size: 51-200 Employees

Great ticketing platform

Used Daily for 6-12 months
Reviewed on 2020-10-07
Review Source: Capterra

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

Pros

The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.

Cons

Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Financial Services
Company size: 11-50 Employees

Stay Away

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

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Pros

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Cons

Their chat software will consume the life out of your website performance.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Ashish G.
Industry: Sports
Company size: 201-500 Employees

Worth the service and product

Used Daily for 1+ year
Reviewed on 2020-08-06
Review Source: Capterra

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.

Pros

The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.

Cons

The service is quite slow and the product even has downtime.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.4/10
Based on 2,422 user ratings
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Zendesk Pricing

Zendesk Pricing

Starting from
US$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 2,422 user ratings
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Zendesk Features

Zendesk Features

API
Activity Dashboard
Alerts / Escalation
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 2,422 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: US$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, Taiwanese, Thai, Turkish, Ukrainian

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